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  1. Hi all, Firstly apologies if this is in the wrong category. I’ve been with TalkTalk a few years now, not had a problem with them in all that time until my youview box stopped recording a few weeks ago. I called up and made an engineer appointment that I missed as I was stuck in traffic when the engineer arrived. It was no big deal, I called up and re arranged the appointment. My complaint is, when I first booked the appointment the agent explained the charges for missed appointments. When I rearranged the appointment I was told I wouldn’t be charged, they would waive the fee as I had only missed the engineer by a minute or two (my 13 year old opened the door to him so told me he had just knocked when I arrived home). Lo and behold, when my bill came the week after the charge was added on to my account. I called up and explained the situation but customer services weren’t interested in anything I had to say so I emailed the complaints department but have only had an email saying that someone would call me. I have already paid the bill as it came out dd but surely if I was told I wouldn’t be charged I shouldn’t have been. Shall I continue to complain or just leave it? (Apologies in advance for the long winded post!) Thanks
  2. I contacted these jokers a while ago. Everything was hunky dory then took a sudden twist. Here's my story. Contacted British American Tobacco (BAT) customer services to ask if there was someway to find out the manufacture date of a carton of Duty Free Benson and Hedges cigarettes. Answer was 'Yes', there's a code on the carton, which also appears on each packet of cigarettes inside the carton. Send an empty pack to us, we will send it off to Southampton for tracing. I heed this advice, enclose 3 empty packs along-with a covering letter, and post it via recorded delivery to the Customer Services Dept. based in Richmond-Upon-Thames. I had confirmed where to send the packets via email before sending it. Customer services assistant also told me it would take 2 weeks for Southampton branch to get back to me. Two weeks pass, three weeks pass, a month passes. No news. So I email them. Not a whisper. Contact them via the web form. Still nothing. Telephone the same customer services assistant who's been dealing with it and ask if he received my email. ‘Yes' is the response, but no explanation about the lack of reply. I tell him that as my letter was sent via recorded delivery, I have a receipt issued by Royal Mail with the name and signature of the person signing for it. He asks me to send that receipt via email and that he will look in to it. Now a week's gone by and still no reply. I've emailed him. No reply. Such a shame that after 25 years of buying the same BAT brand, the only occasion I reach out for support they build-up my hopes then abandon me. Should I email the CEO Nicandro Durante?
  3. Hi everyone, this is my first post on a forum so please be gentle if I make any mistakes regarding forum etiquette. I am at a loss as to where to turn to next so I am hoping that you guys will be able to help me (thanks to everyone in advance by the way). I have been a member of DW gym in Oldham for a while and out of the blue I received a letter saying I have cancelled my Direct Debit (DD) which I haven’t. I popped into the gym and they confirmed that they have tried to take money from my account on ‘several occasions’ but they have been rejected. Panicking that all my money had disappeared I went to the bank who told me that my DD is still live and I have plenty of credit. They also confirmed that the gym have not been making requests for the money and if they did receive a request from the gym they would have paid it. I returned to the gym with the evidence (statements and a list of my DD that are live) and the finance manager told me I would have to wait to hear from the Area Manager (AM) and in the mean time I would not be allowed to use the gym. The phone call never came so I kept chasing them and was told the AM was off ill. After about three weeks I received a letter from a debt collectors saying I am now classed as a ‘bad debt’ and will have to deal with them and pay their charges. I phoned the debt collectors and told them I am dealing with they gym and explained about the AM being absent but am waiting for a response from him. After lots of chasing and not hearing anything for ages and emailing them through the website I phoned up head office and was given an email address straight to customer service. I started emailing this and eventually got an unpleasant phone call off the AM who didn’t help at all only told me that until I pay the money I owe I am not allowed to use the gym . The problem is, that no one has told me how much I owe the gym and I have since emailed them to ask if they can just tell me how much I owe, this was the response: After speaking with the area manager he said he feels he made himself very clear at the time you spoke to him with regards what and why you owe DW sports. Unfortunately at customer services we do not have the authorisation to overrule the area managers decision and you have spoken to the highest point of contact. We now consider this matter closed. Kind Regards, I now have the debt collection agency trying to find out how much I owe the gym as they appear to not be sure either. I’m stuck racking up debt for no other reason that they refuse to tell me how much I owe, Im petrified that this will go against my credit rating even though ive done nothing but try and pay and have had enough funds in my account, the problem is that the gym decided to stop taking payment for some reason and finally, will I have to pay for the time I have been denied access from the gym while they have refused to help me? I’m perfectly happy to pay the money I owe them, it’s a service which I have used and until this, been happy with. But I really don’t feel that I should be forced to pay for the time I have not been allowed to the gym for no other reason than their failings with finance and customer service. I have never had to try so hard to pay someone! Sorry I've had a bit of a rant but I just have no idea what to do.
  4. Beware if you book with Emirates on their latest discount offers from the email sent to skywards members - I didn't get the discount even though I followed exactly what I was expected to do. Emirates now refuse to rectify. How many more has this happened to? Emirates really do need to rename their UK Customer Services Departments (there is more than one) - The "Emirates brick wall", because there is no point in talking to them! Beware!
  5. Several months ago, I visited the Orange shop on Princes Street in Edinburgh to discuss an upgrade to my Orange contract. I am visually impaired and, as such, require an accessible phone. I was assured by one of the staff that the Motorola DEXT would be suitable for my needs. I was informed it has TTS (Text to Speech) installed. After much effort on my part it became clear that the DEXT is not, in fact, accessible and is completely unsuitable. It does not include any TTS system. I attempted to raise this matter with the shop, and was told there was nothing they could do to help. They were very dismissive. After emailing customer services I got a phone call and was told to go back to the manager of the shop and that they cannot help me. They said their hands are tied and they could not assist me. I went into an Orange shop in Sauchiehall Street in Glasgow recently. They tried their best. They contacted the shop in Edinburgh. The member of staff in Edinburgh at first claimed he could not remember me, and then insisted he told me to contact Customer Services for advice. I then contacted Customer Services again by phone. They were rude, to the point that I was in tears, and insisted there was nothing they could do. It has become clear that I was misled regarding this phone, presumably in an effort to get me to renew my contract. Nobody in Orange is now prepared to do anything about this. I regard this as mis-selling. This is the second time Orange has erred with an upgrade. On the previous occasion I rang Customer Services upgrades department and explained I needed a phone running either a Symbian or Windows Mobile operating system. They told me the LG Viewty was accessible and on Windows Mobile. When I received the phone it was quite clear this was not true. I returned the phone and eventually upgraded to an SPV-650 which, when speech was eventually installed, ran very slowly and actually worked, after a fashion, despite regular firmware crashes. I am currently having to use a phone that I purchased privately, as the DEXT is unusable. Personally, I don't believe a word of what is said in the sticky notice in this forum by Orange Customer Service. They certainly haven't done their best to resolve the issue. In point of fact, I would say they have done nothing to resolve the issue. I would advise people thinking of taking out a contract with Orange to think again. At least some of their staff are willing to mislead to get you to renew a contract, and Customer Services seem to exist only to deal with technical problems, not to handle mis-selling by their shop staff.
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